CRM Manager Job at Moniepoint

Moniepoint Incorporated is a global business payments and banking platform and recently became QED Investors’ first investment in Africa. We are the partner of choice for over 600,000 businesses of all sizes, powering the dreams of SMBs and providing them with equal access to the tools they need to grow and scale.

We are recruiting to fill the position below:

Job Position: CRM Manager

Job Location: Lagos
Employment Type: Full Time

Job Summary

• In the role of CRM Manager, you will take charge of devising and building Moniepoint GB’s CRM and Lifecycle strategy.
• Your focus will be on enhancing user onboarding and engagement and drive adoption across diverse product lines and markets throughout the customer journey.
• We need you to start building our CRM strategy collaborating closely with Tech and Data teams. Your expertise will shape the CRM Lifecycle strategy, encompassing user segmentation, lifecycle stage objectives, and cost-effective programs to increase user activation, engagement, and reactivation.
• You have a huge opportunity to progress in this role building a team in the future.

Responsibilities 

• Develop and manage our CRM strategy, customer lifecycle management, segmentation, activation, engagement and retention initiatives.
• Utilize data-driven insights to segment our customers effectively, ensuring that each segment receives tailored and relevant communication and offerings.
• Manage the customer database health with a focus on retention and engagement: make sure all comms are in line with CRM best practices, compliance requirements, through appropriate channels and without errors.
• Manage internal technical and non-technical stakeholder communication (Product Managers, UX Researchers, Designers, Copywriters, Engineers, Analysts)
• Responsible for email calendar management, deliverability and monthly reporting.
• Design and implement effective customer lifecycle management strategies to drive long-term engagement and loyalty through continuous optimisation.
• Analyze campaign performance and use data and insights to identify and implement opportunities for increasing engagement and conversion rates at all stages of the customer’s lifecycle journey.
• Maintain and implement a clear A/B testing plan

Requirements 

• Mid level experience (3-4 years) in a CRM role, with a focus on segmentation, lifecycle management and stakeholder management.
• Track record of successful cross-channel (email, push, in-app messages etc.) lifecycle comms.
• End-to-end planning, development and execution of large-scale engaging lifecycle campaigns.
• Customer-first attitude: can demonstrate ability to put yourself in customer shoes and have a deep understanding of customer segmentation.
• Excellent verbal and written communication skills and strive to have a customer-first mindset.
• Comfortable working with different departments and senior stakeholders. You can build relationships and alignment but are not afraid to push ahead on your vision.
• Self-starter and impact-driven: you enjoy taking ownership of projects with limited oversight. You’re not afraid to take responsibility and ownership of your work.
• Technically-savvy with a creative eye. You’re comfortable with technical matters, but you also care about how your comms look and what message you send to your customers.
• Quick learner and problem solver with a strong analytical mindset and eager to learn and develop with a passion for using data to improve campaign performance.
• Strong analytical skills. You’ll need to be able to analyze complex data sets and make decisions off the back of those.

Benefits

• Culture -We put our people first and prioritize the well-being of every team member. We’ve built a company where all opinions carry weight and where all voices are heard. We value and respect each other and always look out for one another. Above all, we are human.
• Learning - We have a learning and development-focused environment with an emphasis on knowledge sharing, training, and regular internal technical talks.
• Compensation - You’ll receive an attractive salary, pension, health insurance, annual bonus, plus other benefits.

What to expect in the hiring process

• A preliminary phone call with a recruiter
• A general interview with the Head of CRM
• A general interview with the Chief Growth Officer
• A business case presentation to the Head of CRM and the Chief Growth Officer